LaserAway Upper West Side — Local services in New York

I have been a customer of this company since 2019 (I used to work with them in San Francisco and then again now that I moved to NYC). The main issue I have with them is laser hair removal. Apparently a few years ago they merged their systems and some of my sessions (already paid for) got lost in the count. This caused me to have to go through several due diligences, having to wait at the store, unable to leave, until the count was done for sometimes hours. The third time this happened I was frankly really upset and I required them to put my count in an email, so that next time this would happen I could take the email out as proof. They agreed to that, the email is posted below as a picture for visibility so that people don't think I am mad. Please see the email: they confirmed my count is updated and reflected correctly in my account. Of course despite the email, I still had issues (my hypothesis is that, every time I bought a maintenance package they would start counting my sessions off the new purchase instead of the old available sessions, hence this has been happening over and over). My session was scheduled for yesterday, unfortunately the machine was broken so I was rescheduled for this morning in the Upper West side location. As soon as I arrived I found out I was booked for the wrong areas (my arms were missing). I was like fine, I can do arms next time. The it came out I was booked for bikini lines instead of Brazilian - I have been only doing Brazilian since the beginning, how comes they marked down bikini now? Not sure. Finally, I was told my count is wrong and they will have to do another due diligence. I asked the receptionist if she could do the count for me, so she said I would have to sit there and wait 2 more hours which I didn't have (plus, how many more '2 hours' do I have to wait to have the same count done for the 4th time?). I asked whether I could forward her my email from her colleague with the due diligence done from last year. She said she didn't even wanted to have it, and I would have to deal with customer services instead. She also said the email was not written by her, and it was too old hence it didn't count (an email is a LEGAL PROOF, how can it not count???? Also - the email is from end of July last year, not an year old. I do laser hair removal just twice per year since I am on maintenance. All she had to do was compare the count at that time and the 3 sessions I had since them and she would have confirmed I still had sessions left. Too lazy to do it I guess, better to disappoint a customer than to take the time to do it). She dismissed me completely, didn't even say goodbye or asked to schedule for next session. So now here I am, so disappointed once more, waiting to know what are the results for the 4th count in less than a year. Clearly the fact that I have spent tens of thousand of dollars with this company didn't grant me any respect or politeness from the receptionist. So disappointing to see how this company is unable to keep count of sessions, it's just basic math. Nor they seem to have the basic customer service skills to be polite to loyal customers. I have spent another $4000 with them just yesterday to buy a Potenza treatment and frankly I regret doing that now, after they treated me so poorly. I am in touch with the lady who sold me the treatment as I was considering upgrading it to my neck as well - needless to say that after how they have been stressing me out and treated me this morning, I surely will not upgrade. As soon as I am done with the outstanding treatments I have with this company I will take my business elsewhere, NYC is full of options (just feel bad for some nice people I know are good ones - for example I have been working with the nurse Anita quite a few times and I know she has outstanding customer management skills. I like to give praise where is due, but cannot close my eye on the fact that I paid for a service and I am not receiving it due to negligence and...

I bought a groupon for an IPL photo facial at this place. Before going in for the treatment they ask you to come in for a “free consultation”. When I got there, there was about 4-5 people working behind the front desk, 7 employees total shuffling in and out back and forth yet I had to wait OVER ONE HOUR. Very disorganized front desk, too much chit chat, they were in the middle of “training” a new employee so I mostly sat there for about 20-30 minutes “waiting for a room to open up” while they spoke about their sales background getting to know eachother. They even took someone else BEFORE me, who got there WAY after me. After a little over an hour, someone finally said they were just going to speak to me in the waiting room in front of everyone (not a problem, but could’ve done that WITHOUT making me wait forever) so that i didnt have to wait for a private room any longer. Fine with me. Basically told me I was too tan for an IPL and to be a candidate for it you have to be literally white as paper. But they aim to upsell you more/different services by paying $100 to upgrade. It took less than TWO MINUTES to tell me im too tan for an IPL. That pretty much could have been done the minute I walked in as they ALL were aware i was there for an IPL. I never bother writing reviews whether good or bad, and normally am not bothered waiting 30 even 45 minutes for services because I understand how busy things can get but I traveled 1.5 hours to get there so making me wait over an hour for something that took one minute to tell me while they shuffled back and forth, organized break times, chit chatted, was a real disrespect and lack of consideration for MY time. It is a small space. You’ve been LOOKING at me sitting there, waiting, being too tan for the services I purchased for over an hour. Very simple to address. Left, and got a refund from groupon. Obnoxiously upbeat attitudes, “Im an aesthetician so I know what Im talking about” to scam you out more of your money, fancy decor, cookies and bottled water doesnt cut it. Get it together. Dont buy the IPL photo facial unless you’re...

Editing review to say that, despite the response from Brian viewable below, no one reached out to me. All of my contact information is in the system, as confirmed by the employee I just called, so the "should we find your contact information" is very misleading. This is no surprise since, as mentioned, no one reached out to me before despite promises that this would happen. This chain is obviously not what it used to be.

Cannot recommend enough to NEVER go to this location. Have now had 5 separate treatments with terrible experiences, specifically due to the staff at the front desk and the logistics in scheduling.

The front desk staff pushes services way too much, and proceed to treat you differently if you happen to reject them (which, reject I will, given the poor treatment I've received). There is no standard to customer service. They are cold and rude, and possess seemingly no empathy.

The bigger issue is that I've had text and email confirmations for appointments and then, upon showing up on time, I am told that I have the time wrong (even with the evidence showing otherwise). That specifically has happened 3 times - this obviously causes issues when trying to schedule appointments amidst my job and other responsibilities. Upon submitting a complaint after the last appointment, where again I was told I had the time wrong despite email confirmation and text confirmation, I was told I'd receive a call from corporate to discuss, and of course no one called.

Finally, this location appears older, with older machines as well. I know from other professionals in the space that older machines lose their effectiveness. While that can't be controlled, cleanliness also does not follow the high standards you'd expect at a medspa.

I will never return to this location again, and this has soured my opinion of...